Banking Center Operations Manager

4 weeks ago

Glastonbury, Connecticut, United States Peoples Bancorp (OH) Full time
Job Summary

We are seeking a highly skilled Banking Center Operations Manager to join our team at Peoples Bancorp (OH). This role is responsible for overseeing the daily operations of the Banking Center, including supervising Banking Center Specialists and Senior Specialists, providing training and coaching, and ensuring exceptional customer service.

Key Responsibilities
  • Oversee the daily operations of the Banking Center, including supervising Banking Center Specialists and Senior Specialists.
  • Provide training and coaching to Banking Center team members to support career growth and retail bench strength.
  • Ensure exceptional customer service, with a focus on relationship development, market share growth, and regulatory compliance.
  • Manage the daily operations of the banking center in the absence of the Manager.
  • Directly supervise assigned Banking Center Specialists and Senior Specialists.
  • Prepare and discuss mid-year and annual performance reviews, providing constructive feedback and development plans.
  • Creates weekly and Saturday staffing schedules.
  • Reviews and approves time cards for direct reports, verifying proper coding for time off.
  • Trains and coaches Banking Center team on established sales and service skills to support achievement of assigned banking center goals.
  • Conducts and documents skills drills and observations, and provides feedback using established coaching practices.
  • Creates, delivers and oversees coaching and development plans, disciplinary actions, and performance improvement plans.
  • Leads Product Knowledge training according to established schedule, ensuring successful individual and team completion.
  • Provides an exceptional customer experience with emphasis on relationship development, market share growth, and regulatory compliance.
  • Identifies and analyzes service issues, resolving them to the customer's satisfaction in accordance with bank-wide and department standards.
  • Performs overrides and makes policy exceptions for individual and banking center associate transactions based on evaluation of customer relationship, and financial and reputational risk to the bank.
  • Addresses, researches and responds to customer complaints, documenting the resolution per PeoplesBank policy.
  • Uses comprehensive knowledge of all bank products and services to evaluate customer needs and make appropriate recommendations to ensure customer satisfaction and a positive experience.
  • Identifies opportunities for relationship retention and growth, including digital services, product options, and alternative programs.
  • Recognizes relationship deepening opportunities and refers customers to internal and external business partners including but not limited to PeoplesWealth Advisory Representatives, Mortgage Consultants, Business Banking/Cash Management Officers, Commercial Lending, Payroll Services and Merchant Services as appropriate.
  • Operates a cash box / recycler, and serves as Vault, ATM and/or Coin Machine custodian as needed.
  • Accurately processes entries and reconciles cash, checks and negotiables at end of shift within Retail guidelines and performance standards.
  • Accurately completes all customer sales and service functions, including new deposit and loan account origination, account maintenance, transaction processing, and handling negotiable items.
  • Utilizes extensive knowledge of all bank policies and regulatory requirements to ensure error-free processing and compliance.
  • Acts as Safe Deposit custodian, including opening, closing and providing access per bank guidelines.
  • Obtains and verifies necessary information to complete applications, logs, BSA and CIP forms, and any other documentation as required by policy or regulation.
  • Serves as the back-up to the BCOS in his/her absence, overseeing all aspects of operations and compliance including timely and accurate BSA reporting.
  • Organizes and participates in financial education and bank-at-work events at off-site locations.
  • Assists with business development, sales management and community engagement activities to support achievement of assigned banking center goals.
  • Represents the bank in a professional manner.
  • Completes all yearly compliance training and testing and complies with bank, federal, and state regulations.
  • May be required to work flexible hours that includes: early mornings, evenings, weekends, nights, and/or holidays based on banking center needs.
Requirements
  • Bachelor's degree (B.
  • or one to two years related experience and/or training.
  • Certifications, Licenses and/or registrations:
  • This position requires National Mortgage Licensing System (NMLS) registration; Must be able to successfully complete the registration process, which includes, but is not limited to, undergoing a criminal background and credit check and must remain in compliance with the NMLS license regulations and rules.
  • Detailed knowledge of bank products and services, and PeoplesBank Relationship Building service and sales practices.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Ability to work in a fast-pace office environment.
  • Candidate will work primarily normal business hours, by may require flexibility in schedule to accommodate business and project's needs.
  • Associate must have ability to focus on computer screen for long periods, ability to read detailed printouts.

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